This error means that your payment couldn’t be completed because of a failed 3DS2 authentication challenge.
What Is 3DS2?
3D Secure 2 (3DS2) is a security protocol that helps confirm your identity when making a card-not-present (CNP) purchase online. During checkout, your bank may ask you to verify your identity using:
- Something you know (e.g. password or PIN)
- Something you have (e.g. phone or banking app)
- Something you are (e.g. fingerprint or face ID)
This step is meant to protect you and reduce fraud. Normally, after the authentication challenge, the purchase is approved and you are redirected back to the payment page.
Why Did the Payment Fail?
In this case, the bank or card issuer did present the authentication challenge, and you attempted it, but they marked it as unsuccessful. This can happen for a few reasons:
- The wrong security code, password, or verification input was used
- The authentication timed out
- The bank declined the transaction for security reasons
Unfortunately, because this is handled entirely by your bank, we can’t override it from our end.
What Should I Do?
- Try the payment again, double-checking all your card details.
- If the issue persists, contact your card issuer or bank directly. They should be able to explain why the authentication failed or help you complete it successfully.
- If the bank confirms the card is working, reach out to our payment partner Paddle for further help: assist@paddle.com.
We're Here to Help
We understand payment issues are frustrating, and we appreciate your patience while this gets sorted out. If you have any questions beyond this, feel free to reach out to our Support team at support@musio.com. We’re happy to help!